Sr Manager, Contact Center and Dispatch (Building Services)

As a Contact Center and Dispatch Manager, with responsibilities for managing contact center operations and dispatching/scheduling field service resources, you will play a critical role in ensuring seamless coordination between customer inquiries, service requests, sales, and operations teams. This role demands exceptional leadership skills, a strategic mindset, and a customer-centric approach to optimize service delivery and provide an exceptional customer experience.

Established in 1946, TDIndustries has developed into one of America's  premier Mechanical Construction and Facility Services companies serving clients through the full life-cycle of a facility, to include engineering, construction, operations and maintenance.  For 70 years, our employee-owned company has provided innovative services that optimize the performance of world-class mechanical and electrical systems that serve healthcare facilities, hotels, schools, sports arenas, mission critical facilities and industrial complexes and other essential institutions.

Our employees, whom we call “Partners” are the heart of our success and what sets us apart from our competitors. FORTUNE Magazine recognized TDIndustries as one of the "100 Best Places to Work", "Top 50 Training Organizations" and "Top 30 Companies to Retire From" due to our solid commitment to the personal and professional development of each employee.

Contact Center and Dispatch Management:

• Lead and manage a team of 24/7/365, contact center supervisors, contact center agents, dispatch supervisors, and dispatchers ensuring they deliver exceptional customer service experiences through various communication channels (phone, email, chat, etc.), scheduling, and dispatching of field service resources (technicians, subcontractors) to customer sites for maintenance, repair, and installation tasks.

• Develop and implement strategies to optimize contact center and dispatch operations, including call handling procedures, service request management, workforce management, resource scheduling, and performance metrics tracking.

• Train, coach, and mentor Partners to enhance their skills in customer interaction, problem-solving, and trade knowledge.

• Monitor KPIs (Key Performance Indicators) and activities, taking proactive measures to address any issues and improve performance.

Field Service Dispatch:

• Develop and implement strategies to coordinate with field service teams to prioritize and schedule service requests based on urgency, technical and customer requirements, and resource availability.

• Utilize dispatching software/systems to assign tasks, track service progress, and optimize technician routes for maximum efficiency and effectiveness.

• Ensure timely response to emergency service calls and escalations, deploying resources promptly to minimize downtime for customers.

• Collaborate with other departments (such as operations, sales, and finance) to streamline processes and improve overall service delivery.

Quality Assurance and Continuous Improvement:

• Establish quality standards and performance benchmarks for both contact center and dispatch operations.

• Conduct regular quality assurance reviews of customer interactions, service documentation, and field service outcomes to identify areas for improvement.

• Implement feedback mechanisms to capture customer insights and incorporate them into service improvement initiatives.

• Drive continuous improvement initiatives to enhance service efficiency, effectiveness, and customer satisfaction levels.

Stakeholder Management:

• Build and maintain strong relationships with internal stakeholders (senior operations leaders, business unit leaders, etc.) to align contact center and dispatch operations with overall business objectives.

• Act as a liaison between the contact center, operations team, and other departments to facilitate smooth communication and collaboration.

• Represent the organization professionally in meetings, addressing any concerns or inquiries related to contact center or dispatch operations.

Bachelor's degree in Business Administration, Management, or a related field.

• Proven experience (5+ years) in contact center and scheduling management, preferably in a service-oriented industry with resources varying in specialties and skills.

• Strong leadership and team management skills, with the ability to motivate and inspire teams to achieve performance targets.

• Excellent communication skills, both verbal and written, with the ability to interact effectively with internal teams and external clients.

• Proficiency in using contact center software/systems and dispatching tools.

• Analytical mindset with the ability to interpret data and metrics to drive decision-making and process improvements.

• Customer-centric approach with a focus on delivering high-quality service experiences.

• Flexibility to adapt to changing priorities and work in a fast-paced environment.

TDIndustries is an Equal Opportunity Employer. TDIndustries recruits qualified applicants and advances in employment its employees without regard to race, color, religion, sex, gender, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. EOE Minorities/ Females/ Protected Veterans/ Disabled